The Contribution of Service Quality to Customer Satisfaction in The Hotel Industry Case study: AZ Hotels Zeralda
| dc.contributor.author | CHENOUF, Maroua | |
| dc.contributor.author | BABA AHMED, Hichem (Directeur de thése) | |
| dc.date.accessioned | 2024-05-15T11:06:06Z | |
| dc.date.available | 2024-05-15T11:06:06Z | |
| dc.date.issued | 2022-06 | |
| dc.description.abstract | Market saturation and increased competition have further increased the importance of service quality, especially for hotel companies. Hoteliers' efforts to differentiate themselves from their rivals have been an effective factor in placing much greater emphasis on customer satisfaction. The objective of this research is to understand the contribution of service quality to customer satisfaction. To do this, the work is divided into three parts. The first two theoretical parts provide more details about service marketing and an overview of the hotel industry and hotel marketing, as well as the fundamental concepts of service quality and customer satisfaction. The third part represent a case study, conducted at AZ Hotels Zeralda to determine the dimensions of service quality that lead to customer satisfaction in Algerian hotels. A survey was conducted at the hotel and the obtained data were analyzed using the IBM SPSS (Statistical Package for the Social Sciences SPSS 26) statistical software. | |
| dc.identifier.uri | https://dspace.hec.dz/handle/123456789/245 | |
| dc.language.iso | en | |
| dc.publisher | Ecole des Hautes Etudes Commerciales | |
| dc.subject | Service | |
| dc.subject | Service Quality | |
| dc.subject | Customer Satisfaction | |
| dc.subject | Hotel Industry | |
| dc.title | The Contribution of Service Quality to Customer Satisfaction in The Hotel Industry Case study: AZ Hotels Zeralda | |
| dc.type | Thesis |